Nurul Aqila

• Respond to and resolve internal and external stakeholder requests in a timely and professional manner
• Provide ad hoc support to Team Lead as needed Manage communication channels such as email and chat to ensure efficient and effective communication with stakeholders
• Understand and drive the sales together with partners to achieve company goal
  

Appointed as a Account Management together with escalation specialist on November 2024

● Key Contact Person for Shell and Shell Clients on B2B and B2C vouchers.
● Process and fulfil deal and voucher orders (B2B and B2C) from reputable partners
● Continuously improve standard operating procedures (SOPs) to optimize operations
● Collaborate with BE engineers to develop and propose solutions to partners
● Experienced in customer service, client service, order management, order processing, enhancing SOP, partnership,
reporting and analyzing data insight for internal and external stakeholders

● Assist frontliners with escalated tickets requiring further advice, resolution, or higher-level access.
● Liaise with banks on dispute, refunds and unauthorised transactions possibly fraud.
● To review, approve, control and execute daily refunds as well as goodwill credits granted to customer
● Serves as the person in charge of communication/interaction with other departments and external partnerships on
product/user updates and feedback.
● To communicate detailed updates on new product releases/ ongoing issues affecting customers to frontliners and shares
resolution plans to them for smooth daily operations..
● Support internal teams to ensure business operations and strategies are managed efficiently.
● Collaborate with cross-functional teams to address and resolve escalated issues that impact business operations.
● Track and report on escalated issues to identify recurring problems and suggest process improvements.

• Customer Interaction: Engaged with clients regarding complaints,and product
  or service inquiries to enhance customer satisfaction and loyalty.
• Managerial Support: Provided support during manager callbacks and offering detailed case chronologies as needed.
• Team Assistance: Supported agents and new team members by sharing insights and strategies for effectively addressing irate consumers.
• Improvement and Innovation: Contributed ideas and suggestions for improving customer service processes and techniques.
  
  
  

● Serves visitors by greeting, welcoming and directing them appropriately
● Maintains security telecommunication system
● Maintains security by following procedures,monitoring logbook and appointment.
● Keep a Safe and clean reception area by complying with procedures, rules and regulations.

● Welcome customers by determining their beverage interest and needs.
● Educate customers by presenting and explaining the drinks menu , answering questions.
● Prepare and sells drinks by following prescribed recipes and preparation techniques for fruit juice and smoothies.
● Contributes to team effort by by accomplishing related results as needed
● Generate revenue by attaching new customers; defining new and expanded services and products.